Customized Call Disposition

Customized Call Disposition

Customized Call Disposition to Call Notes

Notes can be added to any Call in your Call History. 
  1. Notes can be added by Users with Manager permission levels and can also be added by the User/Extension who took the call.  

  2. Notes allow a User/Extension to share details or next steps for a call.  

  3. Customized Call Dispositions can also be enabled for the Notes your Domain!


How Do Notes Work?

To add a Note, simply access the call in Call History. 

  1. Choose the Call History Tab.  If this is your own call, you may access it in your Extension View.  If this is not your call, you may access it in the Manager View.



  2. A list of the calls made and taken for the specified date range will be displayed in the Call History list.  



  3. Highlight any call and additional options will appear to the right of the selected Call. You may: 
      
    1. Download the Call Recording (if Call Recording is enabled for your domain).
    2. Listen to the Call Recording (if Call Recording is enabled for your domain). 
    3. View the Cradle to Grave for the call.   

  4. To add Notes about the Call, click the Add Notes icon.  


  5. Use the dropdowns to choose the appropriate Custom Disposition and Reason.  Type in your Notes.  Save when complete. 

Agents with the Call Center Add-On Feature

Online Agents in domains with the Call Center add-on may use Custom Dispositions and add Notes while on the live call.  
  1. Answer the inbound call, and a pop-up window will appear.


  2. Use the dropdowns to set the Disposition and Notes. 


Can I See a Report of the Call Dispositions?

Yes!  Exported Call History Lists will display Custom Dispositions. 




How Do I Get Call Dispositions for My Notes?


Just contact us!  The Custom Disposition feature can be enabled by our Clarity Support team.
  1. Simply submit the custom Disposition and Reason codes you would like to use, and we’ll do the rest!


Need More Information About Our Options and Features?

Try our Portal Guides!  Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section. 

Admin/Manager Guides

Admin Guides include both the Manager and Extension View capabilities for your Portal. 
  1. "Office Manager" Admin Guide
  2. "Advanced User" Admin Guide
  3. "Call Center Supervisor" Admin Guide
  4. "Site Manager" Admin Guide

Only have access to your own Extension?  

Your Extension has access to your Voicemail, Profile Settings, Extension Routing, and more!  
  1. "Call Center Agent" Portal User Guide
  2. "Basic" User Portal User Guide

Want to Know About Call History?

Go here for more information:  Managing Customer Call History.


Want to learn more about Call History. Notes, or Call Recordings? 

Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 

Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.



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